Unified Communications (UC) / Network Engineer III
About The Position
The Unified Communications (UC) / Network Engineer III is a senior-level escalation engineer within the Red River Service Desk at our HQ location in Chantilly, VA. This role serves as the primary Tier III escalation point for complex Unified Communications and network-related incidents across managed customer environments. The Unified Communication (UC) / Network Engineer III operates within a ticket-driven Managed Services model and is responsible for resolving high-impact incidents, mentoring Tier II engineers, and providing best-practice guidance across hybrid collaboration and enterprise network environments. While this position does not own architectural design or Root Cause Analysis (RCA) leadership, the Unified Communications (UC) / Network Engineer III provides critical technical analysis and findings to support those processes. This role requires deep expertise across Microsoft Teams, Cisco Webex (Dedicated Instance, Multi-Tenant, UCMC-G), On-Prem Cisco UC platforms, enterprise routing and switching, multi-vendor firewalls, NAC solutions, and cloud networking.
Requirements
- 5–7 years of Unified Communications and Network Engineering experience.
- Hands-on experience with Microsoft Teams Phone System and Cisco Webex platforms.
- Experience with Cisco CUCM, CUC, UCCX, and SIP troubleshooting.
- Strong routing and switching knowledge.
- Experience supporting multi-vendor firewall platforms.
- Experience with NAC solutions (Cisco ISE, FortiNAC, ClearPass).
- Familiarity with Azure and AWS networking fundamentals.
- Advanced troubleshooting including packet captures and log analysis.
- Experience in a Managed Services or ticket-driven environment.
- Ability to work weekends and/or off hours as necessary.
- U.S. Citizenship Required
Nice To Haves
- Bachelor’s degree desired.
- CCNP Collaboration, CCNP Enterprise or CCIE Enterprise Infrastructure.
- Microsoft Teams Administrator (MS-700).
- Microsoft Teams Voice Engineer certification (MS-721 preferred).
- Cisco Collaboration / Webex certifications.
- Palo Alto or Fortinet firewall certifications.
Responsibilities
- Serve as Tier III escalation point for complex UC and collaboration-related incidents.
- Troubleshoot Microsoft Teams Phone (Direct Routing, Operator Connect).
- Support Cisco Webex Dedicated Instance (DI), Multi-Tenant (MT), and UCMC-G environments.
- Support Cisco CUCM, CUC, UCCX, and Expressway / MRA.
- Perform advanced SIP troubleshooting including CDR review, call flow tracing, and packet captures.
- Troubleshoot dial plans, SIP trunks, PRI circuits, toll-free routing, and carrier interoperability.
- Support hybrid Microsoft and Cisco collaboration integrations.
- Escalate and manage vendor cases with Cisco, Microsoft, and telecommunications carriers.
- Provide best-practice recommendations when consulted on configuration changes or optimization efforts.
- Serve as Tier III escalation point for complex network incidents.
- Troubleshoot enterprise routing and switching (core, distribution, access layers).
- Support OSPF, BGP, EIGRP, VLAN segmentation, STP, EtherChannel, and redundancy models.
- Diagnose Layer 2 and Layer 3 production issues.
- Support multi-vendor firewalls including Palo Alto, Fortinet, Cisco ASA/Firepower, and Meraki, and SonicWall.
- Provide working knowledge and operational support for Palo Alto (ION) Prisma Access and Prisma SD-WAN, including policy enforcement, connectivity troubleshooting, and escalation support.
- Troubleshoot NAT, security rulebases, VPNs, SD-WAN, and IPSEC configurations.
- Support WAN technologies including Metro-E, MPLS, P2P, broadband, and SD-WAN.
- Investigate latency, jitter, packet loss, asymmetric routing, and MTU issues.
- Support wireless LAN technologies (controller-based and cloud-managed).
- Support NAC solutions including Cisco ISE, FortiNAC, and Aruba ClearPass.
- Troubleshoot 802.1X authentication and posture compliance policies.
- Provide escalation expertise in Azure and AWS networking, including hybrid connectivity.
- Own high-priority incidents through full lifecycle technical resolution.
- Provide detailed technical findings to support RCA efforts led by the Service Delivery Manager.
- Gather logs, packet captures, and environmental data for incident documentation.
- Ensure adherence to change management and service management best practices.
- Participate in after-hours and escalation support as required.
- Act as escalation authority for Tier II Network / UC Engineers.
- Provide technical mentorship in advanced troubleshooting scenarios.
- Contribute to knowledge base documentation and standardization efforts.
- Assist in onboarding and training new engineers.
- Utilize monitoring tools to identify performance issues.
- Maintain accurate documentation, diagrams, and configuration records.
- Analyze service metrics and support SLA compliance.
Benefits
- competitive salary
- excellent benefits
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
